Services
Superior Service.
Ensure Patient Satisfaction with PFS Group.
At PFS Group, we’re committed to answering your patients’ questions with sincerity and clarity to resolve your accounts
receivable balances quickly and eliminate patient complaints. Our dedicated staff is certified with AAHAM and has excelled
in the CPAT and/or CPAM examinations to ensure patients’ concerns are addressed, accounts are resolved and your hospital
sees a return on investment.
Using cost-free direct payment options, adjustment allocation and financial assistance programs, we strive for fantastic
customer satisfaction throughout our suite of services:
Patient Balance Management
Conversion Assistance Programs
• Live, personal interaction with experienced customer
service representatives (average of 4 years’ experience)
• Cash flow optimization for seamless software integration
• Real-time translation for all languages
• Complete system contingency and redundancy
• Proven and compliant work-flow processes
• Dedicated resources for 100% legacy accounts receivable
resolution to allow for staff transition to preferred system
eliminating any disruption in your revenue stream
• Complete account resolution
• Reports and assurances provided for a fully auditable A/R
• Professional skip-tracing
• In-house modeling for presumptive charity
Interim Management
• Competitive prices
• Revenue cycle and patient account management
• Superior results guaranteed, with references for
your review
• Finite period of self-pay account flow outsourcing
Accounts Receivable Outsourcing
• Task-specific project staffing
• Remote business office solutions
• On-site management
• Consulting
• Cash flow acceleration
• Experience with all patient accounting systems and payers
• Short-term engagements and long-term partnerships
• Extended business office — government and insurance
account resolution
• Accounts receivable liquidation services
713.784.4410 | pfsgroup.org
technology
Leading-Edge Technology.
Benefit from a Fully Integrated, Seamless Program.
You need your patients’ accounts receivable balances resolved fast. You want a service your patients can trust to be quick,
seamless and painless.
PFS Group is dedicated to resolving healthcare accounts receivable balances better and faster than its competitors.
We combine our wealth of experience and excellent communication skills with the latest technology to provide superior
customer service to hospitals and their patients.
PFS Group uses state-of-the-art technology to design programs that are guaranteed to increase your hospital’s return
on investment. We’re armed with progressive resources that make us more accurate and efficient than our competitors,
enabling us to exceed your expectations. In addition, our superior technology interfaces with all patient account management
systems in the industry today to ensure a seamless process.
Features
• Precise and thorough daily reconciliation
• State-of-the-art HIPAA-compliant interfaces
• Thorough patient account follow-up system
• Predictive dialing technology
• Real-time call monitoring/recording
• Comprehensive online dashboard reporting
• Automated file transmission, confirmation and reconciliation
• Complete system contingency and redundancy
PFS Group combines time-tested processes with the most up-to-date technology to address your patients’ needs,
while resolving your accounts receivable balances fast.
713.784.4410 | pfsgroup.org
Case Study.
A better business diagnosis with
the help of PFS Group.
The number of
complaints we received
Observation
Increased Patient Complaints Resulting From
Poor Account Resolution Techniques.
It’s a universal truth in the healthcare industry that account resolution is a tough balancing act.
On one hand, it requires a hard-line approach to ensure that hospitals and providers receive
the money owed for their services, ultimately helping deliver top quality care to patients. At the
same time, it requires a certain level of sensitivity; any medical procedure, no matter how minor,
frays on our nerves.
For the Albert Einstein Health Network, a not-for-profit system in the heart of metro
Philadelphia, account resolution teetered on the edge of missed opportunity. Comprised of an
acute-care teaching hospital, primary and emergency care centers, behavioral health facilities,
a physical therapy center and other health clinics, Einstein’s percentage of collection rates
needed improvement. Hovering around 9% to 10%, the rate wasn’t dismal, but to improve
the system’s bottom line, Einstein needed to see more returns and see them faster. An influx
of patient complaints, stemming from poor account resolution techniques, made management
wary of its next move.
Action
Chose Account Resolution Provider for “Soft Billings.”
After weighing its options, Einstein approached PFS Group and made the decision to hand over
“soft billings”— billings made directly to patients — to the Houston-based firm. Managing both
true self-pay and balance-after-insurance accounts, PFS Group earned sole responsibility of the
entire account resolution process.
after migrating to PFS
Group decreased
significantly.
We just felt the
self-pay collection rate
should be higher and it
turns out it could be.
Within six months, we
experienced significant
improvements.
Outcome
Compassionate Account Resolution Yielded Higher Cash Return.
Within six months, Einstein saw its collection rate jump by three points, up to 13%. At the same time, the number of patient complaints
decreased. Einstein recognized that the PFS Group approach of compassionate account resolution was more than a mantra — it was a
methodology its customer service representatives practiced every day. Einstein also soon realized that intelligent, considerate attention to
patients’ financial needs yielded a higher cash return.
Four years later, Einstein continues to see exemplary results and overall patient satisfaction, thanks to PFS Group’s dedicated professionals
and time-tested processes. As one Einstein employee explained, “Hospital billing is a complicated process, but the transition to
PFS Group was seamless… and within three months, the system was up and running.”
713.784.4410 | pfsgroup.org
Case Study.
A better business diagnosis with
the help of PFS Group.
Observation
Declining Collection Rates from Self-Pay Vendors.
In an economic climate where money is tight, no business wants to learn that its cash
collection rate is declining. And a hospital setting, which relies on cash flow to keep
day-to-day operations and patient services running, is no different.
PFS Group has
integrated seamlessly with
our hospital. PFS Group
employees are on-site
full-time, working hand-inhand with our employees
to ensure easy and effective
payment processes for
our patients.
Memorial Hermann Healthcare System, an award-winning hospital network based in
Houston, Texas, found itself in a similar situation. Recognized nationally as a high-quality
healthcare provider and leading innovator, Memorial Hermann’s patient cash simply wasn’t
where the hospital network projected it should be. The percentage of collection rates
from self-pay vendors was in decline and account resolution fell behind.
Action
Chose Exclusive Provider for Self-Pay Accounts Receivable.
To drive competitive performance, Memorial Hermann outsourced its self-pay accounts receivable to three separate vendors. Within
150 days, PFS Group was outperforming its competitors by more than 20%. Within six months, Memorial Hermann made the decision
to place more than 2/3 of the patient accounts with PFS Group. And, within the year, as cash continued to improve, PFS Group became
the exclusive provider for self-pay accounts and balances after insurance. This exclusive relationship is one of two service areas within the
entire health system handled by only one vendor partner.
Outcome
Self-Pay Cash Increased.
More than six years into this partnership, PFS Group continues to outperform itself, with cash steadily improving and overall customer
satisfaction unparalleled for Memorial Hermann.
PFS Group distinguished itself amongst competitors by integrating seamlessly with the health system and understanding its own business.
“They have a leader who put the business together,” a Revenue Officer said. “He knows their capabilities and what they can
do for hospitals, which in turn means PFS Group employees know what they can do for us. Our customer service check is
pretty strict, but we’ve had no complaints with PFS Group in this regard.”
713.784.4410 | pfsgroup.org